Bold360

OCTOBER 2, 2020

Every customer expects fast and accurate service. But too often customers who contact a business are put in a queue where they must “wait for the next available agent.” For example, If a customer is trying to decide between two products on your website, a sales agent will likely be the best resource for the chat.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

Myra Golden

APRIL 11, 2023

Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. But how can they achieve this?

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. Also driving this trend is real-time analytics. It has been growing at a CAGR of 20% since 2021!

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. Also driving this trend is real-time analytics. It has been growing at a CAGR of 20% since 2021!

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Playvox

JUNE 22, 2023

Make sure customers know they are anonymous and consider a real-time incentive (e.g., Keep surveys short and set customer expectations ahead of time. Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52